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Form of work
SalaryPosting End Date:
March 17, 2024 Employee Type:
Regular-Full time Union/Non:
This is a non-union position Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.
We are hiring an Analyst – Quality Assurance and looking for a candidate that focuses on enhancing and improving the customer experience while operating with a team that is collaborative and encouraging. As an Analyst – Quality Assurance, you will review customer calls and offline transactions and provide support to Customer Care Leads.
Our ideal candidate excels at teamwork, has understanding of internal business processes, accepts and enjoys technological change and thinks analytically. If this sounds like you, apply today! #joinourteam
Note: Internally this role is referred to as Analyst Quality Assurance. There are 2 vacancies for this role.
What You Will Do:
- Based on quotas established by the Supervisor, monitor and evaluate randomly selected calls, internet, predictive dialer and offline transactions using Quality Assurance models and technology.
- Apply quality standards in a fair and consistent manner for all Customer Care representatives.
- Identify emerging or reoccurring quality issues. Support the assessment and reporting of Quality Assurance (QA) results as required.
- Participate in the creation of Quality Assurance policies, procedures and metrics.
- Identify areas of improvement to promote customer centricity in all that we do.
- Support and conduct quality or process training, when requested.
Who You Are:
You will have the following education and experience:
- Related university degree preferably in Business with a limited Customer Care experience or a combination of related certification and a minimum of 5 years directly related experience.
- In depth knowledge and experience with SAP CIS.
- Proven customer service experience.
- Excellent communication and organizational skills.
- Work as an independent contributor as well as in a team environment.
The following would be an asset:
- Experience working in a highly regulated industry.
- Knowledge of Ontario energy market (gas/electricity) and customer policies/rules/requirements.
Flex-work
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid
Diversity and inclusion are important to us. Enbridge is an
Equal Opportunity and Affirmative Action Employer
. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com
. Information For Applicants:
- Applications can be submitted via our online recruiting system only.
- We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
- Final candidates for this position may be required to undergo a security screening, including a criminal records check.
